Strategic Key Accounts Leader, Customer Success

Candidate; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Stripe is seeking a dynamic leader to manage a team of senior Customer Success Managers responsible for a portfolio of the world's largest Key Accounts. You will drive strategic planning, product distribution, and executive engagement to maximize retention, expansion, and customer lifetime value.

You will hire, mentor, and scale the team, codify playbooks for platform engagement, and implement repeatable processes balancing bespoke client needs with operational rigor.

Qualifications

• 15+ years in customer-facing roles with at least 8+ years leading Strategic Customer Success, Account Management, or related teams.
• Experience in payments, or fintech; familiarity with Stripe products is a plus.
• Proven experience managing a small portfolio of strategic large customers.
• Independent, energetic leader with a proven track record of driving organizational change across cross-functional stakeholders.
• Strong programmatic and strategic skills: account planning, project management, stakeholder mapping, and executive engagement.

Responsibilities

• Lead and grow a team of senior CSMs focused on Key Accounts: hire, coach, set goals, run calibration and performance reviews, and develop playbooks and operating rhythms for a high-performing strategic CSM organization.
• Own strategic account planning and executive engagement for Key Accounts: define multi-quarter account roadmaps, support executive business reviews, and ensure broad sponsorship.
• Set clear goals focused on product distribution and share of wallet gains that tie directly to business impact. Measure and report on performance metrics at an executive level.
• Build and scale programmatic account management processes: implement repeatable adoption, churn-risk, optimization, and renewal playbooks that balance scalability with bespoke engagement for strategic accounts.
• Coordinate cross-functional delivery and escalation management in support of annual growth initiatives.
• Own account health, volume forecasting, and growth goals; align Stripe and customer leadership on success metrics.
• Scale learnings from Key Accounts to other GTM and product teams across Stripe.

Skills

Strategic leadership

Customer success

Account management

Executive engagement

Cross-functional collaboration

Tools

Salesforce

Gainsight

Looker

Job description

Stripe is seeking a dynamic leader to manage a team of senior Customer Success Managers responsible for a portfolio of the world's largest Key Accounts. You will drive strategic planning, product distribution, and executive engagement to maximize retention, expansion, and customer lifetime value.

You will hire, mentor, and scale the team, codify playbooks for platform engagement, and implement repeatable processes balancing bespoke client needs with operational rigor.